Customer service portals are secure and private websites that make it easier for customers to access needed information about a firm’s products and services. In doing so, customers are usually required to log-in to their account to use a specific portal. Customer service portals may include a payment system in addition to product or case information, account history, methods for customers to upload and download digital info, as well access as other support mechanisms.
Portals solely for the purpose of customer service can improve customer satisfaction as a means to increase revenues and at the same reduce lessen costs by at least 30%. To achieve optimum cost-cutting results, it’s important that a portal is well-designed with features that automate assistance to reduce call volume. Customer service portals can enhance your merchandising whether a company is selling business-to-business (B2B) or business-to-consumer (B2C).
What Makes a Well-Designed Customer Service Portal
A well-designed customer service portal has the following four key characteristics:
Provides a lot of intuitive features that make the website very user-friendly.
Acts as a Virtual Salesperson with 24/7 availability – When acting as a virtual salesperson, a customer service portal must be supported by intelligence that will ensure customer satisfaction that can lead to up-selling and cross-selling. Furthermore, it must be equipped with a rich catalog that includes lists of the company’s services and products.
Make Payments easier for customers, whether by credit card, debit card or any other online payment method. Moreover, it allows issuance of invoice online when customers make an actual purchase or when they place their order.
Exhibiting Genuine Customer Care – While accepting orders from customers is important it’s also vital to make sure requests and complaints are immediately addressed. Providing constant update on the status of their order is also a process that customers highly appreciate and prefer